About the Role: Grade Level (for internal use): 10 S&P Global Commodity Insights The Role: Client Service Manager (API) To assist with day-to-day management of Global API Team. It is a blend of management and hands on operational duties, such as responding to customer queries, taking calls. Responsible and accountable for managing and developing a team of people, setting direction, and deploying resources on varying projects, participating in organization-wide projects, while providing guidance and expertise on an as needed basis. Team Leaders are required to understand how other business units operate, how their goals align with organizational goals and some other commercial support responsibility. The Team: The Client Service API team is responsible for the client implementation and on-going support of our Machine to Machine offering. Responsibilities include, but not limited to, supporting, and ensuring that the client experience is maximized. The team also partners with global sales teams to pursue growth opportunities and adaption of our products. Our success hinges on team members living by the values of excellence, growth, collaboration, and high integrity. The Impact: You will partner closely with clients as well as internal stakeholders from Commercial, Product Management and Technology, based across the globe. You will be communicating directly with clients to understand their requirement as well as perform BAU support. Remote training, implementation planning, and problem solving are key components for the role. This position is also responsible for acting as a knowledgeable resource, and eventually a Subject Matter Expert (SME). What's in it for you: Become a key support partner of the global Commercial organization of S&P Global Commodity Insights, the energy and commodities division of a Fortune 500 company. Directly interact and collaborate with global stakeholders based on your regional assignment, spanning our main offices in Singapore, London, New York and Houston, as well as satellite offices in dozens of other cities Well defined workflows combined with evolving priorities enable you to strike a healthy work-life balance and continuous growth. Develop client support expertise and knowledge, positioning you well in a variety of future roles in Client Service Operations, as well as broader Commercial Operations and Technology functions. Responsibilities: Manage a team of Client Services Analysts and guide the team to prioritize their workflow, focus and optimize their efforts and ensure expectations are met / exceeded and that the team is operating in an efficient and effective manner. Showcase best practice for S&P Global Commodity Insights API support model; partner with colleagues from Commercial, Product, and Technology teams. Collaborates with other levels of management and other Regional teams to create and maintain efficient work processes Work with the team to reduce the volume and time of outstanding service requests. Assist the team in providing a memorable and positive customer experience. This may include taking calls and responding to queries during peak periods Proactive monitoring of API and Cloud based channels usage using internal tools. Develop basic API integration scripts and/or guides for common programming languages and tools. Support the design of APIs, web portals, and self-service tools. Proactively manage customer issues and act as the first level escalation for your team. What We’re Looking: Bachelor’s Degree in Computer Science, Computer Engineering, or equivalent Relevant experience in application support. Excellent customer support skill, written and oral, ability to manage complex conformance circumstances. Technology related analytical skills and troubleshooting expertise (Root Cause Analysis, Troubleshooting and Diagnostics) Knowledge and/or experience with RESTful APIs (HTTP methods, OData). Understanding of Commodity markets is a plus Knowledge of Database, Data Lake–, Databricks, Snowflake is plus. Grade/LeveI: (relevant for internal applicants only): 10 The Location: Pasig City, Philippines The Schedule: Ability to work in rotational shifts (APAC, EMEA and US Hours) #LI-PM3 About S&P Global Commodity Insights At S&P Global Commodity Insights, our complete view of global energy and commodities markets enables our customers to make decisions with conviction and create long-term, sustainable value. We’re a trusted connector that brings together thought leaders, market participants, governments, and regulators to co-create solutions that lead to progress. Vital to navigating Energy Transition, S&P Global Commodity Insights’ coverage includes oil and gas, power, chemicals, metals, agriculture and shipping. S&P Global Commodity Insights is a division of S&P Global (NYSE: SPGI). S&P Global is the world’s foremost provider of credit ratings, benchmarks, analytics and workflow solutions in the global capital, commodity and automotive markets. With every one of our offerings, we help many of the world’s leading organizations navigate the economic landscape so they can plan for tomorrow, today. For more information, visit http://www.spglobal.com/commodity-insights. What’s In It For You? Our Purpose: Progress is not a self-starter. It requires a catalyst to be set in motion. Information, imagination, people, technology–the right combination can unlock possibility and change the world. Our world is in transition and getting more complex by the day. We push past expected observations and seek out new levels of understanding so that we can help companies, governments and individuals make an impact on tomorrow. At S&P Global we transform data into Essential Intelligence®, pinpointing risks and opening possibilities. We Accelerate Progress. Our People: We're more than 35,000 strong worldwide—so we're able to understand nuances while having a broad perspective. Our team is driven by curiosity and a shared belief that Essential Intelligence can help build a more prosperous future for us all. From finding new ways to measure sustainability to analyzing energy transition across the supply chain to building workflow solutions that make it easy to tap into insight and apply it. We are changing the way people see things and empowering them to make an impact on the world we live in. We’re committed to a more equitable future and to helping our customers find new, sustainable ways of doing business. We’re constantly seeking new solutions that have progress in mind. Join us and help create the critical insights that truly make a difference. Our Values: Integrity, Discovery, Partnership At S&P Global, we focus on Powering Global Markets. Throughout our history, the world's leading organizations have relied on us for the Essential Intelligence they need to make confident decisions about the road ahead. We start with a foundation of integrity in all we do, bring a spirit of discovery to our work, and collaborate in close partnership with each other and our customers to achieve shared goals. Benefits: We take care of you, so you can take care of business. We care about our people. That’s why we provide everything you—and your career—need to thrive at S&P Global. Our benefits include: Health & Wellness: Health care coverage designed for the mind and body. Flexible Downtime: Generous time off helps keep you energized for your time on. Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills. Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs. Family Friendly Perks: It’s not just about you. S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families. Beyond the Basics: From retail discounts to referral incentive awards—small perks can make a big difference. For more information on benefits by country visit: https://spgbenefits.com/benefit-summaries Diversity, Equity, and Inclusion at S&P Global: At S&P Global, we believe diversity fuels creative insights, equity unlocks opportunity, and inclusion drives growth and innovation – Powering Global Markets. Our commitment centers on our global workforce, ensuring that our people are empowered to bring their whole selves to work. It doesn’t stop there, we strive to better reflect and serve the communities in which we live and work, and advocate for greater opportunity for all. ----------------------------------------------------------- Equal Opportunity Employer S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law. Only electronic job submissions will be considered for employment. If you need an accommodation during the application process due to a disability, please send an email to: EEO.Compliance@spglobal.com and your request will be forwarded to the appropriate person.  US Candidates Only: The EEO is the Law Poster http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf describes discrimination protections under federal law. ----------------------------------------------------------- 20 - Professional (EEO-2 Job Categories-United States of America), SLSGRP202.1 - Middle Professional Tier I (EEO Job Group) Job ID: 307146 Posted On: 2024-09-10 Location: Pasig City, Philippines